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Why Responsible Gaming Matters: Insights for Players, Communities, Regulators, and Operators

Sat, 23 Nov 2024 12:41:17 GMT

Why Responsible Gaming Matters: Insights for Players, Communities, Regulators, and Operators

It’s the European Safer Gambling Week, guys — started on the 18th and will run until the 24th of this month. As the Regulatory Managing Director for Responsible Gaming MENA, I am particularly thrilled about this event and its prospects. I thought about how to contribute and create awareness here in the UAE, and I decided to go with the basics.

The UAE commercial gaming industry is in its initial stages right now, and it’s crucial for stakeholders to create a safer environment for players. I’ll discuss why responsible gaming matters and how it involves everyone — from players to communities and regulators.

The Player: Keeping Mental and Financial Well-Being Intact
At the end of the day, responsible gaming is all about protecting players from harm. Spending unhealthy time with commercial gaming can cause financial stress, depression or anxiety. This mainly happens when individuals overspend money and run into debt. However, simple responsible gaming techniques can fix the situation.

When commercial gaming eventually launches in the UAE, players should have access to limiting tools. They should be able to limit their time, deposits, wagers, and even losses. Time breaks and self-exclusion programs are also essential.

The Community: Maintaining Social Values and Avoiding Harm
I always say the community has a significant role in ensuring safe gaming. In the UAE, the importance is much more profound. The country is only just issuing its first casino license, and the establishment won’t be active until 2027. Hence, it's a little too early to predict how commercial gaming may affect society.

From my point of view, the community needs to be steadfast so that it does not lose its cultural values. If irresponsible gaming becomes the order of the day, it can lead to some crucial social issues. Youths are the most vulnerable, as some may look for all possible means to get money to play.

We’ve seen this happen in other places where casinos are big. In 2018, for instance, a boy of just 13 used his dad’s credit card to play online games for up to £6,000 in the UK. It was one of the main events that triggered the country to completely ban credit cards for online and offline gaming in 2020. I hope the UAE won’t hesitate to make such bold moves when the time comes.

Furthermore, we should see events such as the European Safer Gambling Week in the UAE. These should be tied to the country’s cultural values and regulatory standards. Personally, I would love to see educational workshops for youths and awareness campaigns. Religious and community leaders can also partner to teach against the risk of irresponsible gaming.

I am part of the UAE’s community, and I’m proud to say that my company, Responsible Gaming MENA, is already doing its part. We are here to support prospective operators comply with licensing and advertising requirements by the General Commercial Gaming Regulatory Authority (GCGRA). Furthermore, we offer training programs to promote responsible gaming practices.

The Regulator: Balancing Freedom and Protection
The UAE’s regulator, the General Commercial Gaming Regulatory Authority (GCGRA), has shown it’s ready for the job. I highly commend its strict requirements for operators who want to obtain a license. Yet, as I said before, this is only the beginning stages. When more operators apply, and the casinos start operating, it’ll be a different ball game.

If you ask me, I think the GCGRA’s most difficult job will be keeping things balanced. The body needs to allow players the freedom to indulge in commercial gaming and, at the same time, protect their well-being. While this may be challenging, it’s not impossible.

I often reference the UK when discussing responsible gaming because my background is rooted in the country. I was born and raised in the UK and worked as a regulatory compliance director at two major banks: Bank of America and Citibank.

Last year, in April, the UK Gambling Commission published a white paper on gambling reform. The main proposal was to introduce affordability checks for individuals who lose £1,000 in a day or £2,000 in 90 days. Essentially, any player who loses substantial amounts will be flagged for review.

If the investigation shows that the losses can make the individual financially unstable, they’ll be restricted from betting further. The GCGRA will be on a good path if the body takes such an approach to protect players from falling into harm when casinos start operating.

The Operator: Setting Standards and Ensuring Safety
Finally, I must talk about operators and their crucial role in maintaining responsible gaming at their establishments. Of course, the GCGRA will mandate these brands to protect players based on existing regulations. However, I believe future UAE commercial gaming operators can do a lot more. They should set their own standards.

This time, my example is Crown Resorts in Australia. The operator has what it calls “Crown PlaySafe Centres” in each of its resorts in the country. Players can visit these playsafe centers 24/7 and receive in-person responsible gaming support from a professional team. The initiative was the first of its kind when it began back in 2002.

Another reference is the Responsible Gaming Ambassador program by Caesars Entertainment. The popular US operator celebrated its 35 years of leadership in responsible gaming in September, and the ambassador scheme was the highlight for me. In the program, the casino trains team members to identify and assist players with problems. As I write, Caesars Entertainment’s Responsible Gaming Ambassador program has 1,800+ ambassadors across North America. That’s just superb if you ask me.

These efforts by Crown Resorts and Caesars Entertainment show how casinos can foster safe gaming environments for their players. My anticipation is that prospective UAE operators will come up with even more innovative and helpful schemes.

Drawing the Curtains
This European Safer Gambling Week is a reminder that everyone has a role in promoting a healthy gaming environment. Players need to use limiting tools and self-exclusion options to avoid going overboard. Meanwhile, the community can constantly promote safe gaming while the regulator keeps everything balanced. To me, this is key to the success of the UAE’s commercial gaming market.

iGaming in the UAE: The Impact of the Region's First Lottery License

Sat, 23 Nov 2024 11:38:31 GMT

iGaming in the UAE: The Impact of the Region's First Lottery License

Following the recent announcement that the GCGRA granted the first lottery license in the UAE, we spoke with Sandra Mottoh, to hear her insights on what this exciting development means for the future of the iGaming industry in the region. Sandra shares a fresh perspective from her regulatory expertise in banking, while also discussing some her life reflections and her latest venture in the region – Responsible Gaming MENA .

What are your insights on the first lottery license being granted by the GCGRA?

· The GCGRA was launched by the federal government in September last year. The intention is to progressively create a regulated commercial gaming ecosystem which in the UAE had previously been regarded as ‘haram’, translating as ‘forbidden’ in Arabic. Over the past few months, the GCGRA has been hiring new people and working hard to ensure they quickly have a robust regulated framework in place.

The first exciting development has been publicly issuing a regulated license for the UAE National lottery. Whilst it is still very early days, this first GCGRA license and accompanying regulatory framework is in my estimate, an important foundation in building a robust licensing regime, setting out as it does what the regulator will expect of any firm that wants to enter the sector and how they must go about attaining a license to operate. It will of course be illegal undertake commercial gaming without having a fully authorised license. As such firms new to the Region and the new licensing regime, will undoubtedly require specialist guidance from local businesses with expert insight and knowledge to help them navigate their way through the emerging licensing process

· The next phase will be making sure that early licensed entities are able to run their business in a way that the GCGRA has approved. Ensuring any new gaming entity transparently conducts themselves in a highly responsible manner will be key to a wider, new social acceptance of activities that were until very relatively recently regarded as “haram”.. In a society previously conservative and cautious about activities such as gaming, this will require overt demonstration of the adoption of highly responsible practices.

· How new gaming businesses project, communicate and advertise their new services, will be of particular focus for the gaming regulator. Specific advertising rules will be part of the emerging and robust GCGRA regulatory environment to ensure that only credible well- run enterprises are able to be active in the new gaming market and that they promote their services in a highly responsible manner.

From a wider perspective one of the key aspects that I love and value most about the advent of the GCGRA is that, whilst its remit is clearly to sponsor and support responsible gaming, in so doing it will also be a key enabler of generating yet more economic growth and prosperity for the region by generating more tourism, hospitality and leisure customers for the UAE. A lottery alone is a great example of this wider benefit; not only do individuals stand to win sizeable amounts of money for a very small investment but, based upon experiences elsewhere in the world, implementing a lottery has the potential to generate significant revenues for the good of the wider society. Whilst no formal decision has yet been announced, the word on the street is that the UAE government are considering imposing a 25% revenue tax on lottery ticket purchases. So for every 100 AED per play, 25% of the revenue generated will go directly to the government for potential use on worthwhile projects benefiting all citizens. The residual revenue take will, of course, be used to fund operational costs and significant lottery prizes. The advent of a regulated gaming industry in the UAE will add to the attractiveness of a highly vibrant, tax-free location for a very diverse population of expats and locals alike. It’s definitely exciting times!

Has there been any noticeable changes in local attitudes toward iGaming recently?

· In the UAE, the word ‘gaming’ is used interchangeably between video gaming and online gaming. When it comes to online gaming, key players must tread a lot more carefully than with pure video gaming. The UAE recognises the recreational and commercial values, as well as the link to tourism and the ecosystem that comes with iGaming. As such the government has clearly realised that if it does not tap into this market now then substantial opportunities may be missed.

· When I first moved to the UAE eight years ago, I was brought in to set up and operationalise a regulatory compliance function in Audit within an Islamic bank I therefore have a unique insight into the ‘haram’ nature of certain commercial activities, iGaming being one of them. In Islamic banking, charging interest is not allowed instead other methods have been put in place to ensure that banks can still generate some revenue for services rendered. . The same goes for iGaming - the UAE government has looked under the hood and realised what the stumbling block is that makes this a forbidden activity. If it is the case that we need to prevent it from being addictive or keeping financial wellness intact, infrastructure can be created for that. Therefore, a whole host of businesses that can provide a safety net to this environment are being set up.

· Overall, there has been shift in attitudes locally because people see the GCGRA as being willing to focus on overly avoiding the societal ills to can plague the gaming industry; this will provide comfort and reassurance to many. The easing of attitudes has been gradual and it would undoubtly be a slow evolution as the GCGRA only published in their initial rules at the end of July 2024.But momentum will grow as people and businesses hear and learn more and more about this newly emerging sector. For someone like me who is already a participant in the sector, and coming from the experience of banking and specifically Islamic banking, I am very excited with the direction of travel and can see the value of a strong regulatory regime that will provide comfort and reassurance for a diverse and multicultural society.

· And more than this. I have realised that my skillset of working with best-practice compliance and regulation matters gained from financial service organisations provides a great platform to help participants in the new UAE commercial gaming space.

· As a result, I took the plunge to set up my own consultancy named Responsible Gaming MENA. At Responsible Gaming MENA we support entities to prepare for initial licensing and to operationalise GCGRA regulatory requirements on an ongoing basis The second part is ensuring entities comply with GCGRA advertising standards I will review and endorse all marketing and advertising collateral for my clients before publication. The third fold which is super exciting is the training piece. I will be providing training to gaming licensee on the required compliance standards. Additionally, and over the longer-term, it is my intention to work with universities to educate young adults who will inevitability be participants in igaming to ensure that they understand and know how to do so in a responsible way. This would include how they can prevent addictive behaviours from developing. Together I see that ensuring, regulatory compliance, fostering adherence to firm advertising rules and providing quality training at all levels will help in the growth and development of the new UAE gaming market.

How has the experience of relocating to the UAE been, especially when it comes to raising children there?

· For me, I have had a great journey in the UAE. I met my now husband, we got married and had our two children here which has been a delightful experience for me.

· For young children, they are living their best life here I must say! They are living an admired life that in the UK they may have not had access to in terms of the diverse population, access to world-class education, and quality entertainment. I love that my children get to grow up in a place that is inherently safe, and they aren’t exposed to what I would call the ‘adult perspective’ at such a young age; they can grow up as children. Access to childcare is also much cheaper in the UAE which is a bonus.

· In certain aspects, there are flexible working options available. Employers are becoming open to hybrid working environments. Although more could be done, there is a visible shift in the right direction.. For example, I have my physical office which is my firms working space. But I also have the best of both worlds. I get to remain corporate and interact with corporate entities, but I can also define my hours and work flexibly in a way that suits me. It’s not flexible because I have children, its flexible because this is the way the world is going. I cannot stop working because it is 4pm or 6pm. Depending on client needs, I may have to log on at 9pm therefore I have to be flexible with them. Life is much more flexible, and so is work, and that’s in my company ethos to reflect what my clients want, but also what I want as well.

· In the past 8 years that I’ve been here I have seen a remarkable shift which has been extremely positive, and I can only imagine what the next 8 years has in store.

Could you shed some light on the opportunities available in the UAE for women in the gaming industry?

· In UAE, the potential opportunities are vast. It’s only ‘potential’ because it’s a newly developed ecosystem. We can also gain insight from other sectors such as banking. I would say iGaming mirrors what banking is, because it is what we call an ‘underground bank’ per se. Women initially were not so highly represented in banking because traders or technologists for example were predominantly male. But as every sector grows and develops, you will find departments within that sector that lend itself to skills that women bring to the table.

· I haven’t come from a traditional gaming background; I’m not a gamer or developer, however I can use my transferrable skills from banking. I’m legally qualified and I went into regulatory compliance after university over 22 years ago. I recognised iGaming would benefit my skillset, and it gave me the idea to start up my consultancy to provide that service to a new sector. For me as a woman, the market is fully open because my skills are required. When you have a skillset that is attractive, it’s not really gender based. Any new sector would say we need competent people who can help us grow.

· I would encourage any woman who wants to enter the iGaming industry to look at the entire ecosystem and determine what services are needed. It’s all about your competence in the sector and what you bring to the table. I would urge the iGaming industry to realise that they shouldn’t take a narrow view on how they select their talent. What I mean here is not just choosing people who have worked in iGaming all their lives, but to think a little bit more dynamically.

What advice would you offer to someone considering an iGaming career in the UAE?

· When I was coming here eight years ago, I was scared. Human beings fear change; we say we want it but when the options are on the table we are scared because we want what we are used to around us. A wise person told me you have a 3- or 6-month probation with a new job – take your probation as what it is. Go for the 3 or 6 months the company have offered you. If you like it, you stay, if you don’t like it, you come home. And that’s what I would say for anyone looking to come to the UAE or considering entering the iGaming industry. If you are looking to change sectors, give it a go. Lead with your area of competency, and if you don’t like it, step back into what you are used to because your sector will always receive you well.

UAE’s First Casino License: A Game Changer or Just a Small Beginning?

Sat, 23 Nov 2024 11:37:25 GMT

UAE’s First Casino License: A Game Changer or Just a Small Beginning?

At the start of this month, I woke up to the exciting news that the UAE has issued its first casino license to Wynn Resorts. This giant brand now has the green light to begin its $3.9 billion Wynn AI Marjan Island Project, which is expected to launch in 2027.

The general feeling is that this is probably only the first of many casino and online gaming licenses that’ll be approved in the UAE over the years ahead. For a country that has long been traditional and restrictive towards commercial gaming, the recent news is a big step and has undoubtedly peaked interest.

I’m quite curious. Will this cause a significant and rapid shift in the UAE and MENA region, or is it just a very cautious and exploratory first step? As the Regulatory Managing Director for Responsible Gaming MENA, I am naturally hoping for this first step to be quickly followed by other responsible players seeing the opportunity to enter the new UAE gaming market with the obvious boost to the economy and the leisure and tourism sector.

However, I believe the award of this first, new license will only be a significant game changer if gaming operators, GCGRA (General Commercial Gaming Regulatory Authority), and the UAE government work closely hand-in-hand. Success will depend upon all parties cooperating, being on the same page and having a shared desire to adopt highly responsible gaming practices.

The Need for Collaboration Among Stakeholdersa

Gaming operators, GCGRA, and the UAE government are the key stakeholders that will together dictate the future of commercial gaming in the country and the pace at which it will grow. How so? Well, it’s rather straightforward.

Firstly, the operators are the ones who’ll run the casino floor. As such, they act as the intermediaries between the regulators and players. Operators will have to adhere to firm rules and standards outlined by GCGRA. At the same time, they need to ensure people who visit their casinos have safe and enjoyable sessions.

As the regulator, the GCGRA has a vital responsibility to make sure operators don’t cut corners. The body must closely monitor early casino resorts and confirm that they follow responsible gaming practices and do not breach money laundering requirements. Of course, operators that fall short will be penalised. The establishment of a firm regulatory regime from the outset for early adopters will send a clear signal to others of the standards to be met in entering the market.

With its roots in banking compliance, Responsible Gaming MENA believes that clear lessons can be learnt from the work of the UK Gambling Commission. For example, in March 2022, the Commission imposed an enforcement action on 888 UK Limited’s of £9.4 million in March 2022 for money laundering and responsible gaming failures, acting as a strong warning to other players and with the prospect that in extreme cases of non-compliance, the operator might even lose its license.

You may want to ask, where does the UAE Government come in? To me, they’re the ultimate overseer and so have to adopt a balanced, middle ground. New casinos and online gaming operators should be encouraged to apply for licenses benefiting from the commercial opportunities and contributing growth in the country’s economy but should also be very clear they can only do so if they fully respect the rich and grounded national culture and prevailing regulatory regime.

The Government are gatekeepers of the Federal laws that are effective alongside the GCGRA regulations. These regulations relate to licensing requirements, advertising, operational standards and in future, money laundering etc. But I expect that these regulations will not be implemented in silos and without consulting with industry advisors to ensure that these regulations are both practical and realistic.

Working Together for Success

So if the UAE’s first casino license is going to be a game changer, this will be in the combined hands of gaming operators, GCGRA, and the UAE government. Recognising and adopting common high standards across the board with all stakeholders working closely together will realistically be the only way to ensure sustainable growth in the UAE gaming market.

And on this basis, I am particularly optimistic that things will turn out very well. It took a long time for the UAE to get here, and it is already very clear that the GCGRA’s leadership and pragmatic regulatory requirements demonstrate that they know exactly what they are doing. Whilst, the first lottery license and the first casino license have now been awarded, the first casino floors won’t be open until 2027. So, in reality the pace of change and growth will be relatively measured and progressive. In the meantime, I am keeping my fingers crossed as I anticipate online gaming licensing developments based upon this very important first step.